Customer

Everywhere you look, technology is transforming customer experiences and expectations, and it's happening faster all the time. In this fast-paced digital world, you need to revolutionise your customer strategy.

More than new technology, you need a completely new mode of thinking that puts customer trust at the centre of the entire organisation, enabling you to create customer relationships that lead to unwavering loyalty and sustainable profits.

Our diverse teams, combined with our global connectivity and understanding of your industry issues, inspire us to ask better questions. We then work with you to come up with innovative answers that create experiences with the transparency,authenticity and integrity that really set you apart from the competition.

Together, we can help you build trusted relationships that enable you to deliver better outcomes and sustainable growth.

Recent awards

How much would you bet on a great customer experience?

We helped a leading automotive company work better by helping it to build trust with customers around the use of its online auction process, allowing it to move to the next level in the competitive landscape.

How do you make sure your customers remember you?

We helped a global manufacturer work better by helping it to maintain its market-leading position through the design of a premium dealership experience, commensurate with the luxury products it produces.

How do you put the customer at the centre of your operating model?

We helped a leading publishing and education company work better by helping it to transform to a customer-centric operating model that is driven by customer needs rather than conflicting internal interests.

How do you make a happier patient?

We helped a medical centre work better by helping to make the patient experience more “customer-centric” via customer insight analysis, health digital content development and distribution, and hospital restructuring.

Can a sense of purpose bring bathers to the beach?

We helped an island government work better by helping it revive its primary source of revenue: tourism. We assisted in defining purpose-centric strategies for sales and marketing, communications, partnerships and digital.

We team globally to create innovative answers for our clients. The unique collaboration between EY consultants and our clients results in better working businesses.

At the heart of our approach is helping you create a differentiated customer experience. We work with you to engineer better experiences directly with customers to generate more loyalty and engagement.

We use analytics to learn more about them and their expectations, and we use technology to meet those expectations in every interaction.

We solve big, complex issues and capitalise on opportunities to help deliver better working outcomes that grow, optimise and protect our clients’ business now and in the future.

The world of marketing, sales, experience and service is dominated by change. Digital technologies open up more ways for customers to communicate with you and each other, and they have higher expectations of service — and of your organisation's values.

We believe that in today’s world of the always-on, ever connected, highly demanding consumer, a successful company's competitive advantage is more than just a product, price or feature. It’s a trusted relationship — one that’s difficult for competitors to copy and impossible to steal.

We deploy a rigorous, fact-based methodology that analyses the interactions and transactions that make up the DNA of an individual customer experience. We help you listen and respond better to your customers on every channel and seize the opportunity in every interaction.

We can help you transition towards a customer-centric business model by treating every customer as an individual with unique wants, needs, dreams and goals. And we can help you create an integrated customer experience across all channels,involving the whole organisation.

Overall, we can work with you to give your customer a consistent experience in every interaction so you can build a brand and relationship based entirely on trust.

Build customer value?Stay ahead of the competition?

We believe that trusted relationships are the foundation of successful organisations and that successful organisations change the world.

We help companies build trusted relationships with those that matter most — customers, employees, partners and shareholders: one experience, one interaction, one insight at a time.

Trusted organisation When trusted relationships are more plentiful than any other kind

Trusted customer relationships Earned over time by consistent interactions infused with integrity authenticity

Pricing strategy and profit optimisationWe can assist you to optimise your profitability by building, implementing, and sustaining advanced capabilities in pricing strategy, analytics, and price-setting.

Omni-channel strategyWe synchronise customer channels with the intent of presenting a consistent experience reflective of your brand, along with one consistent way of doing business.

“Customer inside” sector offerings

Purpose-led transformationWe can work with you to help develop a Purpose Platform™ — a statement of why a company exists and what it believes in — to simultaneously help galvanise and inspire stakeholders and catalyse a transformation of a company's culture, operations and experiences.

Power & Utilities Customer Information SystemsWe can assist you to transform end-to-end Billing & CIS systems from strategy definition, business impact, IT implementation through to BAU-transition.

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EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.